Copilot unleashes productivity for end users, analysts and IT leadership to speed problem resolution and increase business value
SymphonyAI, a leader in predictive and generative enterprise AI SaaS, today unveiled its Apex Enterprise IT Copilot, designed to accelerate problem resolution, boost agent productivity, and elevate customer satisfaction by dynamically providing on-demand information and support tailored for end users, analysts, and IT leaders. The copilot, introduced at SupportWorld Live this week in Denver, Colo., integrates with existing service management tools to provide a secure, intelligent, holistic view of enterprise services.
The copilot is part of SymphonyAI Apex, a predictive and generative AI-based IT service management/enterprise service management (ITSM/ESM) platform to turbocharge productivity, simplify work, and create delightful experiences for end users, analysts, and executives. SymphonyAI Apex platform delivers responsive, effective, and efficient service management capabilities with a lightweight architecture to roll out new services and resolve service requests up to 50% faster using generative AI. The copilot and Apex are powered by SymphonyAI’s award-winning predictive and generative Eureka Gen AI platform.
The copilot unleashes employee productivity by helping team members deliver faster responses and superior services enterprise-wide. The copilot’s generative AI instantly gives users the information they require to swiftly address enterprise support needs, freeing up critical resources to spend more time on activities that create high-quality service. The Apex Enterprise IT Copilot automatically handles routine end-user inquiries, reducing service ticket volumes, and gives agents bandwidth to focus on more complex tasks. It leverages advanced AI algorithms to optimize workflows, automate tasks, and deliver smart, context-aware responses that enhance both user interactions and operational effectiveness.
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The Apex Enterprise IT Copilot tackles the challenges of modern work environments head-on and empowers optimal productivity across the organization through addressing the needs of three categories of users:
- End Users. The copilot helps end-user employees self-serve by providing relevant knowledge articles and by automating tasks using Summit Service Automation. Use cases include knowledge search, password reset, shared folder access, guest Wi-Fi access and more.
- Analysts. The copilot assists technical team members in managing and resolving issues with work prioritization, operational intelligence, and targeted knowledge articles.
- Leadership. The copilot helps executives with real-time insights that identify trends and patterns and easily digested information to make data-driven decisions. The copilot smooths major incident and crisis management, while providing real-time trends predictions and operational insights.
“The power of generative AI and the role-based copilot is unmistakable, putting power where it’s needed and saving time and effort for all the roles,” said Roy Atkinson, principal advisor and CEO, Clifton Butterfield, LLC. “For end-users—the consumers of IT services—this combination means rapid access to self-help and better help from analysts when needed. For IT leaders, it means better information that arrives faster, enabling improved decision-making. From individual end-users to the enterprise, the combination of gen AI and copilots will bring gains in performance and accuracy. The SymphonyAI Apex Enterprise IT Copilot exemplifies the ease of use and business value of these groundbreaking tools, bringing increased accuracy, velocity, and understanding to employees and business leaders. IT asset management and IT service management can benefit from the insights and time-saving capabilities of the Apex Enterprise IT copilot.”
“We are delighted to bring to market the AI-based Apex IT Enterprise Copilot that intelligently combines SymphonyAI’s extensive enterprise IT track record and the industry-leading Eureka generative and predictive AI platform,” said Satyen Vyas, President of SymphonyAI’s enterprise IT division. “From end users to analysts to the executive suite, the Enterprise IT Copilot, in harmony with Apex’s best-in-class service management and workflow automation, delivers fundamentally transformational outcomes with quantum leaps in productivity, ROI, and user satisfaction.”
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